HomeMy WebLinkAbout07/21/1992, C-2 - UTILITY BILLING ADJUSTMENT COMMITTEE Illu^I��II�IIIIIII�II�IIIIII r MEETING GATE:
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COUNCIL AGENDA REPORT ITEM NUMBER���
FROM: William C. Statler, Director of Finance L
Prepared by: Linda Asprion, Revenue Manager
SUBJECT: UTILITY BILLING ADJUSTMENT COMMITTEE
CAO RECOMMENDATION
Adopt a resolution establishing a Utility Billing Adjustment Committee.
DISCUSSION
When the City was under mandatory water conservation, a review committee was
established to evaluate customer billing concerns. At that time most of the customer
concerns related to surcharges for excessive water usage. Meetings occurred only when
there was a customer concern and consisted of meeting with the customer to discuss their
concern and basis for requesting differential treatment from the established mandatory
conservation policies and procedures. The committee notified the customer is writing within
five days of the committee's decision. This committee process worked very smoothly and
provided a customer appeal process.
With mandatory water conservation rescinded, the water conservation review committee has
been disbanded so that no formal system currently exists for allowing customers to address
concerns regarding their utility billings. Currently adjustments are made by the Finance
Department for mechanical or clerical errors affecting customer billings. However,
situations do arise where adjustments to billings (other than for mechanical or clerical
errors) may be appropriate under which the customer should have a level of appeal beyond
the Finance Department. As such, staff is recommending a Utility Billing Adjustment
Committee be established and authorized to resolve all water and sewer billings.
If approved, the Utility Billing Adjustment Committee would consist of one management
representative from Finance, Utilities, and Administration. The Committee would meet
only when there was a customer concern. After hearing the customer concern, the
Committee would issue a written decision to the customer within 5 days. With the
Committee having been granted the authority to resolve utility billing concerns, their
decision would be final. Initial procedures to be used by the Committee are included as
Attachment A.
ATTACHMENTS
Resolution establishing a Utility Billing Adjustment Committee
A. Utility Billing Adjustment Committee Procedures
RESOLUTION NO. (1992 Series)
A RESOLUTION OF THE COUNCIL OF THE CITY OF SAN LUIS OBISPO
ESTABLISHING A UMXrY BILLING ADJUSTMENT COMMITTEE
WHEREAS, no procedures currently exist for appeal of decisions made by the
Finance Department concerning customer billing concerns; and
WHEREAS, situations do arise where adjustments to billings may be appropriate;
and
WHEREAS, it is in the public interest to establish a method of effectively and fairly
resolving customer billing concerns on a timely basis.
NOW, THEREFORE BE IT RESOLVED by the Council of the City of San Luis
Obispo as follows:
SECTION 1. A Utility Billing Adjustment Committee is hereby established
composed of one management representative from Finance, Utilities, and
Administration.
SECTION 2. The Committee shall have the authority to resolve customer
billing concerns, including the reduction of any amounts billed, as the Committee deems
appropriate.
SECTION 3. The Committee shall establish procedures as necessary for
performing its duties.
SECTION 4. Upon request from the customer,the Committee shall meet with
the customer to discuss their billing concern. The customer shall be notified within five (5)
working days of the Committee's decision.
C�o�'d-
On motion of , seconded by
and on the following roll call vote:
AYES:
NOES:
ABSENT:
the foregoing resolution was passed and adopted this day of
1992.
Mayor Ron Dunin
ATTEST:
City Clerk
APPROVED:
City Administrative Officer
s
o y
Director of Finance
Ut4ks Director
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Attaahment�L. .. .
UTILITY BILLING ADJUSTMENT COMMITTEE PROCEDURES
1. The purpose of the Committee is to resolve billing concerns in a timely and fair
manner. As such, meetings should be held by the Committee as soon as practical
after requested by the customer.
2. Customers should request a hearing by the Committee in writing; however, verbal
requests will be honored. The Finance Department will be responsible for
scheduling meetings. All efforts will be made to schedule meetings for the
convenience of the customer as well as the members of the Committee.
3. In order to ensure timeliness in the resolution of billing matters, a Committee
member may designate another management representative to serve on the
Committee in their place if they are unable to attend a scheduled meeting. All
efforts should be made to ensure that there are three Committee members at each
meeting.
4. When a customer requests that their billing concern be addressed by the Committee,
no adverse action (such as discontinuance of service) should be taken against the
customer until final resolution by the Committee.
5. If the issue involves the cost of the billing (such as increased water usage), the
customer will be required to pay at least the uncontested portion of the bill in order
to prevent discontinuance of service.
6. All decisions of the Committee shall be provided in writing to the customer within
5 working days.
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